Head of Operations Jobs in Nairobi, Kenya

Head of Operations Jobs in Nairobi, Kenya


  • Our Client, a market leader in the provision of integrated financial services, seeks to recruit a Head of Operations.

  • The Head of Operations will have overall responsibility for the management and delivery of all contracted services for individual customers or a portfolio of customer accounts.

  • S/he will be responsible for ensuring that services delivered meet the contracted specifications and expectations established with customers, whilst improving quality and customer satisfaction.

    Main duties and responsibilities.

    Operational Excellence

  • Drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.

  • Work closely on supporting our internal and external customers and ensuring that their needs and issues are being addressed

    Incident/Change Management

  • Developing and improving incidents and change management within the organization.

  • Driving initiatives regarding improvements to existing tools & processes.

  • Providing feedback on new practices & procedures in order to scale with the rapid expansion of the organizations platform and customer base.

    Relationship Management

  • Providing effective leadership for the organizations services to the customer

  • Developing and enhancing the strategic relationship with the customer on a medium to long term basis.

  • Delivering against Service Level Agreements, customer commitments and Service Improvement Programs.

  • Working effectively with the customer and internal delivery teams – principally Account Management, Service Desk, Infrastructure & Operations, Retail business, Digital Marketing, User experience.

  • Monitoring and improving levels of customer satisfaction (Net Promoter Score).

  • Developing and delivering service account roadmaps, working alongside Service Account Managers and Solution/Technical Architects and Engineering teams.

    People Management

  • Providing effective tactical and strategic advice, coaching and guidance to Field / On site staff, Service Desk agents, Service Management staff with a focus on operational delivery

  • For all direct reports, provide personal/career development

  • Ensuring effective resource management, influencing and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner

  • Setting and managing SMART objectives for direct reports

    Commercial Management

  • Managing and controlling contractual scope and the organizations compliance against the scope

  • Managing and delivering the Profit and Loss account to agreed targets (when applicable)

  • Working with Service Account Managers on account planning and subsequent delivery of the plan including relationship mapping/management, identifying upsell opportunities, securing and maintaining reference-ability, winning renewals and re-procurements.

  • Working across Operations to support the delivery of cost reduction plans, working closely with Operations management and the customer

  • Supporting the budgeting process (as requested)

  • Identifying and if necessary, securing upsell opportunities

    Quality Assurance

  • Supporting the effective transition of the new services into BAU adhering to Service Transition Process (where applicable)

  • Attending quality and service reviews and ensuring that these happen in accordance the organizations guidelines

  • Reviewing and approving key Service
    Management documentation for customer engagements

  • Developing and publicizing Service Management best practice processes, procedures, guidelines and templates for the organization.

  • Populating and maintaining the Customer Engagement Register including open actions, risks, issues, dependencies etc.

  • Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.

  • Creating a vision for the customer

  • Driving the delivery, efficiency and effectiveness of the contracted services

  • Challenging the status quo to bring about improvements in Service Management tools, processes and the organization

    Essential Skills, Knowledge & Experience

  • Bachelor of Science in Computer Science/ Engineering/ Mathematics/Business

  • Experience within a management position with a focus on IT management/development.

  • At least 5-7 years of management experience with a focus on IT and Service Management.

  • Business experience gained in Service Management and/or Business Management roles, across a range of customers

  • Relationship building with senior members of an organization – gaining trust and confidence from customers

  • Understanding of selling and marketing processes and practices;

  • Ability to handle difficulties, performance problems and conflict between team members;

  • Ability to understand and manage financial issues relating to budgets and forecasts and to maximize profit through negotiation;

  • Knowledge of outsourcing models – through different generations e.g. Service Management vs. Service Integration;

  • Ability to work as part of a team with a high degree of drive, determination and motivation to succeed;

  • Ability to prioritize and manage multiple tasks.

  • Proven strong customer relationship and negotiation skills

  • Proven ability to innovate and drive service roadmaps

  • Excellent interpersonal and communication skills, including written and presentation skills

  • Be able to demonstrate IT related problem-solving skills

  • Undertaking or have undertaken specific service management training e.g. ITIL

  • Experience driving and presenting root cause analysis and error correction from operational events to senior management.

  • Leading development life cycle processes and best practices, esp. in the areas of automation and monitoring

  • Ability to work well under pressure with minimal supervision and keep up with a fast-moving environment via effective prioritization and time management.

    How to Apply

  • Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time Telephone number to the email address:

  • jobs1@hcsafrica.com with Head of Operations on the Subject line.

  • Candidates MUST indicate their Current and Expected salaries.


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